Job Description
Description The Strategic Customer Success Manager ( S CSM) will play a key role in driving customer success, retention, and expansion within our Enterprise accounts . By actively listening to clients, the CSM strives to obtain a full understanding of the client's strategic goals and tactical needs in order to drive business growth and shared success for both the client and across Schneider Electric (SE). This role reports to the Customer Success Team Manager with Schneider Electric's Digital Power business unit . Responsibilities include, but are not limited to:
- Drive the adoption, expansion, and renewal of recurring contracts
- Serve as the primary point of contact for enterprise clients, understanding their business needs and objectives .
- Building and maintaining relationships with clients and key personnel within client companies to ensure long term repeat business
- Conduct business reviews with sales, operations, services to ensure clients are satisfied with their products and services
- Conduct periodic check in meetings with clients to ensure the day to day tactical needs are met
- Lead the assigned clients to make cost effective decisions related to their energy monitoring and management needs
- Work closely with Account Managers and Sales Consultants to alert them of potential sales opportunities and ensure follow up . (V1, V2, B DM , NSF, LOB, cross BU)
- Utilize segment knowledge and application familiarity to facilitate of required meetings between sales, Ops, digital services AND the customer
- Ability to identify business growth opportunities including system enhancements, Service Pla n
- S ubsequent recommendations to key internal and/or external stakeholders
- Develop and drive medium and long term strategy with the client and SE
- Proactively i dentify and document areas of account risk , escalate internally to engage cross functional and executive resources to execute a risk management plan for resolution.
- Monitor client satisfaction survey and establish / monitor client health forecasting
- Drive engineering consistency across client portfolio
- Achieve business and client relationship targets / KPI's
- Monitor company performance against service level agreements and flagging potential issues .
Success Criteria - Heavy focus on e nsuring successful onboarding and high product adoption, i dentifying upsell opportunities and growing revenue from existing accounts, and m aintaining high customer retention and driving contract renewals.
- Services Business Performance (orders, sales, profitability, customer satisfaction & health)
- Maintaining top level of quality
- Advancing the Customer EcoStruxure Journey
- Thought leadership in our field and market
- Coordination across D igital Power and Services Delivery teams
Qualifications - Bachelor's Degree or equivalent experience in Engineering, Technology, XaaS
- Proven track record for demonstrating IMPACT by positively influencing your team, organization, and customers in line with company values, achieving team KPIs, and contributing to the success of others and overall organizational goals.
- Demonstrate a propensity to the Digital and Power Skills as defined through the SE Future Skills Playbook, particularly Making Decisions, Focusing on the Customer, Communicating / Active Listening, Prioritization, Curiosity, and Building a Network. For complete list of skills, see below.
- Experience with Electrical Power Systems, Power Monitoring, Control Systems, and /or UPS Systems is a plus
- Computer knowledge, particularly relating to server, network and operating system installation and configuration
- Positive attitude, enthusiastic, self-motivated and customer-focused
- People-person and team player, enjoying the cross-functional interaction required for this position
- Comfortable working in a fast-paced, dynamic environment
- Ability to work with people with a wide range of technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers and personnel, account managers, sales personnel
- Ability to occasionally travel to various customer sites in North America and worldwide
Desirable: - On-site power system experience or UPS backup / cooling systems
- Knowledge of Schneider Electric Power Monitoring and Control products
- Experience with CRM systems, Salesforce / Totango preferred
- Bilingual: Spanish or French an asset
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